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operations support supervisor resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Results driven Information Technology Professional with more than 20 years’ industry experience, seeking to contribute acquired skills within a Technical Support role. Works well independently, or can be a go-to person in a group setting, providing all facets of technical support including maintenance, installation and troubleshooting. Posses in-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing desk side and Remote Customer and End-User Support. Comfortably identifies and resolves issues and concerns. Superb communication and commitment are some attributes.

Skills
  • Customer Needs Assessments
  • Asset Management
  • Develop Policies
  • Hiring and Onboarding
  • Pre-Screening Candidates
  • Improve Performance
  • Customer Satisfaction
  • Expense Reporting
  • Desktops, Laptops and Mobile Devices
  • Front-End Operations
  • Constructive Feedback
  • Professional Relationships
Work History
Operations Support Supervisor, 10/2020 to 02/2023
AmentumKings Bay Base, GA, Denver, CO
  • Oversaw 6 technical support personnel.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Managed purchasing and customer account operations efficiently.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Senior LAN Administrator, 11/2018 to 10/2020
Solutions Through Innovative Technologies, Inc.Boston, MA, Denver, CO
  • Team managed over 80 requests/incidents per day.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Worked with various systems, software and peripherals.
  • Purchased, setup and installed new computers.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Western Union policies.
LAN Administrator, 03/2006 to 11/2018
Western UnionCity, STATE, Englewood, CO
  • Team managed over 100 requests/incidents per day.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Worked with various systems, software and peripherals.
  • Setup and installed new computers and accessories.
  • Configured hardware, devices and software to set up work stations for employees.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
Problem Analyst, 11/2002 to 03/2006
First Data\Western UnionCity, STATE, Greenwood Village, CO
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Provided Tier 1 IT support to non-technical internal users.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Trained and supported end-users with software, hardware and network standards and use processes.
Education
Bachelor of Science: Information Technology, Expected in to University of Phoenix - Aurora, CO,
GPA:
No Degree: MCSE, Expected in to Arapahoe Community College - Littleton, CO
GPA:
No Degree: DC/AC Circuits And Techniques, Expected in to The Institute For Career Education - Denver, CO,
GPA:
Additional Information
  • MCSE Training
  • A+ Certified
  • Dell Certified

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Resume Overview

School Attended

  • University of Phoenix
  • Arapahoe Community College
  • The Institute For Career Education

Job Titles Held:

  • Operations Support Supervisor
  • Senior LAN Administrator
  • LAN Administrator
  • Problem Analyst

Degrees

  • Bachelor of Science
  • No Degree
  • No Degree

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